Manages operational delivery of the Service Delivery Team (SDT), ensuring excellent service is delivered to our residents, community members, internal and external stake holders and partners across America, through effective management and delivery of quality standards and processes. Is responsible for collaboration between the SDT management team, Learning and Development, HR, Fund Development, Grants Team and leadership team to ensure all standards are met and funding requirements are delivered with excellence. Responsible for all aspects of stewardship for all fee-for-service customers and development companies in collaboration with executive team, VP of Community Impact, Director of SDT and marketing team. Collaborates with fund development and marketing teams for stewardship of funders and other customers. Responsibilities can include but are not limited to conflict resolutions, contract negotiations (with legal counsel), proposal preparation, and presentations.
Contributes to the development and delivery of a world class program and service delivery operations, developing strategy and standards of excellence in all areas of performance. Assists in managing the day-to-day operation of the department ensuring optimization of all performance, processes and outputs.
Develops and ensures effective implementation of team objectives in support and achievement of Better Tomorrows’ goals and operating plan. Ensures effective collaboration with other departments to enhance Better Tomorrows’ overall performance.
Effectively provides leadership in collaboration with Director of SDT and VP of Community Impact and manages, motivates and develops staff members so they achieve their objectives, maximize their potential, contribute their best and effectively collaborate with others.
Creates and delivers annual stewardship plan that leads to high-quality interactions between Better Tomorrows and fee-for-service and development companies that foster long-term engagement and investment.
Recommends and implements departmental procedures and provide feedback on policies and operating procedures. Maintains good working relationships and stays abreast of program issues to provide overall support to program and service initiatives.
Responsible for scheduling and chairing departmental meetings to ensure all team members contribute to a collaborative and effective meeting, drive meeting follow-up so that all action items are addressed and acted upon.
Analyzes customer and client needs and determine how processes can be improved to better meet needs and support the mission of the organization.
Analyzes how data is tracked and how the process can be improved.
Creates a system to monitor staff compliance with funding requirements and contracts.
Monitors and maintains site budgets, communicating to appropriate program and departmental staff. Ensures spending levels are appropriate, identify problems, and recommend corrective action. Ensures organizational standards and guidelines are met.
Ideal candidates will have a graduate degree in public or business administration, nonprofit management, social work, human services, or a closely related field and at least five (5) years of professional experience in a general management or in an operational management role, ideally in an evolving organization
Effective verbal and written communication, organizational, and inter-personal skills
· Experience facilitating group meetings and discussions
· Excellent analytical, negotiation, and problem-solving skills
· Genuine commitment and sensitivity to residents and community issues
· Demonstrated ability to develop, implement and manage systems and processes to support a mission
· Strong organizational skills and attention to detail, with a demonstrated ability to work independently in a fast-paced environment, lead projects, meet multiple concurrent deadlines and organize time and priorities
· Must be able to work some weekends and evenings and have reliable transportation
· Excellent PowerPoint and presentation skills are required
· Proficiency in Microsoft office suite and other computer software database programs
· Ability to lift 25 pounds
*Position is required to maintain a valid driver's license and have access to reliable transportation*
Please send cover letter with salary requirements and resume to:
Pre-employment checks are required before employment can begin.
Better Tomorrows is an Equal Opportunity Employer.
No phone calls please.